Zendesk

APRIL 19, 2021

Companies have put customer service at the top of their priority lists for 2021, and with good reason. 77% of customers say they’re more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed?

Customer Service 76

Customer Service Start-ups Customer Expectations Social Media 76

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Aquire

JANUARY 18, 2022

Omnichannel trends provide a window into the future. So, if you want to provide the kind of seamless customer experience across all your sales channels that modern consumers now expect — here are six key omnichannel trends to keep your eye on. Inconsistent experiences, on the other hand, can actually cost you customers.

Omnichannel 98

Omnichannel Social Media Retail Sales 98

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel.

Customer Service 52

Customer Service Social Media Omnichannel Customer Retention 52

Zendesk

APRIL 9, 2021

Customer experience (CX) has always been integral to a company’s success, but its significance has grown considerably in the midst of the COVID-19 outbreak. According to the Zendesk Customer Experience Trends Report 2021 , half of all customers say that CX is more important to them now than it was a year ago. What is CX?

CX 98

CX CXM Omnichannel Touchpoint 98

CommBox

JULY 4, 2021

The past few months have caused many business practices to change at a rapid pace, with some of the most noticeable changes occurring in their support and customer experience (CX). This almost instant transformation is largely due to the shift in consumer behavior and customer expectations. Self Service Solutions.

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

Aquire

JUNE 1, 2021

The digital landscape is evolving at a breakneck pace, pushing the boundaries of what innovative customer service means — and, with that, what customers expect from your business. What is innovative customer service? Modern consumers have modern expectations. 5 ways to innovate your customer service.

Innovation 52

Innovation Customer Service Omnichannel Finance 52

Zendesk

JANUARY 12, 2021

Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. Read on for 16 customer service tips based on our research. Build a customer-centric culture.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. How did agent and customer experience change, and what does this mean for 2021?

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Customer Service 52

Uniphore

DECEMBER 7, 2021

Customers may still flock to big online retailers and avoid brick-and-mortar establishments. customer service to adapt. with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s The same is true for customer service agents.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Aquire

NOVEMBER 18, 2021

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. 65 retail customer experience statistics. 65 retail customer experience statistics.

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

CommBox

AUGUST 8, 2021

billion in the first half of 2021, more than all the investment in 2020 ($14.6 According to McKinsey , consumer adoption of telehealth increased from 11% in 2019 to about 40% in 2021 due to the Covid-19 Pandemic. Solution : Implement an omnichannel customer communication platform. . billion). .

Healthcare 52

Healthcare Omnichannel Hospitality Hospitality 52

CommBox

AUGUST 8, 2021

billion in the first half of 2021, more than all the investment in 2020 ($14.6 According to McKinsey , consumer adoption of telehealth increased from 11% in 2019 to about 40% in 2021 due to the Covid-19 Pandemic. Solution : Implement an omnichannel customer communication platform. . billion). .

Healthcare 52

Healthcare Omnichannel Hospitality Hospitality 52

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! Resilience was hailed at the start of the pandemic as a new definition of success, but did that continue over 2021? COVID Is No Longer an Excuse for Poor Customer Service.

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Zendesk

SEPTEMBER 8, 2021

If you want to wow customers and provide exceptional service on this popular platform, chatbots are your secret weapon. Use them to help customers get what they need and reduce the load on your customer service agents. Your customers are likely already among the 1.3 What are Facebook chatbots?

Customer Service 98

Customer Service Net Promoter Score Artificial Intelligence Social Media 98

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. To stay competitive and acquire the talent necessary, contact centers and customer service need to adapt, but how do they do it?

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Aquire

JULY 26, 2021

This post is going to spotlight 7 of the top ecommerce technology trends your business should keep an eye on in 2021 and beyond. Customers can get anything at the click of a button, all thanks to the latest available technology. The necessity of omnichannel presence and support. 7 futuristic ecommerce technology trends.

Technology 52

Technology Technology Artificial Intelligence E-commerce 52

Fonolo

MAY 6, 2021

If you haven’t encountered Visual IVR yet, it’s quickly becoming an essential tool for businesses who prioritize customer satisfaction and brand perception. Six Crucial CX & Contact Center Trends That Will Shape 2021. The original Interactive Voice Response (IVR) system is better known to customers as the phone menu.

CX 132

CX Contact Center Omnichannel Customer Relationship Management 132

CommBox

AUGUST 4, 2021

In recent years, technological developments have increased consumer’s use of digital devices such as smartphones, tablets, and laptops, which caused a shift in consumer habits and created new standards for customer communication. For example, 90% of consumers nowadays, expect companies to have an online portal for customer service.

Artificial Intelligence 98

Artificial Intelligence Omnichannel Finance AI 98

Zendesk

MARCH 24, 2021

What was your absolute worst customer service experience? If you stopped doing business with that company and told all your friends about it, you’re not alone—and your customers would probably do the same thing. Loyalty hinges on delivering a great customer experience. What is bad customer service?

Customer Service 98

Customer Service Social Media AI Omnichannel 98

Shep Hyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued. Reality: Customer Service generally feels like sales. .

Customer Experience 90

Customer Experience Artificial Intelligence Customer Expectations Innovation 90

Aquire

JULY 26, 2021

Don’t forget to take into account customer expectations, behavior, and current market trends. Customer data can come from a variety of sources, like your website analytics, inventory history, sales, conversations, etc. In the end, this all helps in delivering excellent customer service. Keep it simple.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

Comm100

FEBRUARY 25, 2021

Many providers still have not digitized their healthcare customer service offerings, and still rely heavily on easily overwhelmed phone support channels. Others lack any remote options for care, which is critical for at-risk customers and patients who need access to a pharmacist or medical provider from home.

Healthcare 52

Healthcare Customer Service Omnichannel Compliance 52

Comm100

JANUARY 6, 2022

67% of customers said they would spend more money if they received a better customer service experience. In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world. Personalized . Accessible.

Customer Experience 91

Customer Experience Omnichannel Social Media CX 91

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. Omnichannel expectation.

Customer Experience 94

Customer Experience Omnichannel Machine Learning CRM 94

CommBox

MAY 26, 2021

Customer communication via WhatsApp is crucial in 2021, and its importance is expected to grow immensely over time. However, it can bring about some challenges, specifically for medium-large companies that have to deal with a new volume of customers demanding an instant reply. D) Customer service.

Omnichannel 98

Omnichannel AI Innovation Start-ups 98

Zendesk

FEBRUARY 23, 2021

It goes without saying that today’s customer service tools are not one-size-fits-all. Different communication channels— messaging apps, phone, email, and live chat –offer different benefits to the company and to the customer. Customer expectations. The landscape of customer expectations is rapidly changing.

Omnichannel 105

Omnichannel Social Media Customer Expectations AI 105

CommBox

AUGUST 9, 2021

in 2021 to $4.921 trillion. billion in 2021. Offline Stores May Be Vital, But Future Service Would Still Be Digital. Top 5 Customer Communication Challenges in the Retail Industry . Growing Demand for Digital Customer Service. Multi-channel Standards for Customer Communication . population!

Retail 52

Retail E-commerce Omnichannel Artificial Intelligence 52

Comm100

NOVEMBER 15, 2022

The importance of customer service cannot be understated. A positive customer service experience makes 94% of consumers more likely to purchase. With a higher value placed on customer service comes higher expectations too. This is known as omnichannel customer engagement.

Omnichannel 52

Omnichannel Contact Center CRM Social Media 52

MattsenKumar

JUNE 11, 2021

Customer service is a dominant component of a business; it directly affects revenue, brand reputation, customer lifetime value, and future growth prospects. With the changing trends and evolving customer expectation, offering relevant customer service is a prevalent challenge.

Customer Service 52

Customer Service Contact Center E-commerce Net Promoter Score 52

Zendesk

AUGUST 11, 2021

The way customers expect to interact with businesses has changed. Service has moved from customers calling at the first sign of trouble to wanting to communicate with businesses on more convenient digital channels they’re already using in their personal lives—email, live chat, and messaging apps like WhatsApp and Facebook Messenger.

E-commerce 64

E-commerce Customer Service Social Media AI 64

CommBox

JULY 27, 2021

Growing demand for digital customer service. The change in consumer habits also created new standards in customer communication, as more customers expect to receive service through digital channels. . Therefore, the telecom industry needs fast and efficient digital customer service.

Artificial Intelligence 52

Artificial Intelligence Omnichannel Compliance AI 52

SugarCRM

JULY 29, 2021

Lately, creating an outstanding customer experience during interactions has become a priority for companies worldwide. While customer service software does play a critical role, so does data. How is customer service data influencing your business decisions? Customer service is the duty of all departments.

Net Promoter Score 26

Net Promoter Score Customer Service NPS CRM 26

Shep Hyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. Reducing friction creates efficiencies, not only for the customer but also the business. It’s about customer service training.

Customer Service 17

Customer Service Retail Omnichannel Customer Relationship Management 17

CommBox

JULY 27, 2021

Growing demand for digital customer service. The change in consumer habits created new standards also in terms of customer communication, as more customers expect to receive service through digital channels. . The message from customers is clear – go multichannel or get left behind. .

Artificial Intelligence 52

Artificial Intelligence Omnichannel Compliance AI 52

CommBox

AUGUST 16, 2021

alone have lost more than $46 billion in room revenue since mid-February 2021. Top 5 Customer Communication Challenges in the Hospitality and Tourism Industry . Travelers’ Growing Demand for Digital Customer Service. McKinsey points that digital services as vital for travelers: more than 40% of U.S.

Hospitality 52

Hospitality Hospitality Omnichannel Compliance 52